Kitty VS Goliath -- A Customer's Battle with AT&T

Abstract

This descriptive case details a consumer's lengthy attempt to resolve multiple billing problems with AT&T, which were compounded not only by the passage of time, but by the attempts to resolve them on the part of the consumer.  The students are asked to assess the deficiencies of customer service call centers and AT&T's responses to written correspondence by the consumer.  They are also asked to look at large companies' treatment of customers in terms of ethics, as well as examine issues specific to electronic billing and payment.  The case can be used in e-business, management and ethics courses.